Office Etiquette

RAHUL TRIVEDITr

After completion of this module, you will be able to:

Practice office protocol Resolve ethical dilemmas and personal issues Use business etiquette while communicating through phone and e-mail Use guidelines for developing a professional appearance Use reporting skills appropriately

Introduction
'Etiquette' is a French word which means a 'ticket', on
ceremonial or other important occasions a 'ticket' of instructions was issued to visitors detailing what they should do.

Thus the ticket enlists the rules of decorous behavior observed in a polite society.

In a professional sense this includes behavior towards clients and colleagues which is in their best interests.

Let us take a look at the various rules of Office Etiquette

E-mail etiquette
Be concise and to the point

Answer all questions

Use proper spelling, grammar and punctuation where needed

Do not attach unnecessary files

E-mail etiquette Contd..

Do not overuse the high priority option

Do not write in Capitals

Read the email before you send

Do not overuse reply to all

Do not forward chain letters

E-mail etiquette Contd..

Never use email to discuss confidential issues

Use meaningful subject avoiding URGENT or IMPORTANT

Don't ever forward any junk mail

Don't reply to Spam

Telephone etiquette

Pre-call preparation
Feel good about your work Smile Have a positive attitude Place the receiver of the telephone correctly Organize your desk

Answering calls for others

Identify yourself and the company Offer assistance in the absence of others Do not make commitments for others Take accurate messages

Hold procedure & Transferring calls

Seek permission Specify the duration Explain the reason for the transfer Wait for the customers response Get back to the customer in the committed time frame

Handling complaints
Listen carefully

Convey sincere interest and be empathetic

Agree as often as possible

Remain calm and courteous. DO NOT ARGUE!

Do not interrupt

Do not blame co-workers

Handling complaints contd..

Explain clearly Do not make unrealistic promises Apologize Act fast Follow up

Call closure
Summarize what has been discussed Ask if you can provide further assistance End on a positive note

While closing the call

Have a pleasant tone and be courteous Dont sound rushed Pause at appropriate places

Qualities of a good voice

Distinctness Pleasantness/warmth Vitality Naturalness Expressiveness Lower, mellow pitch

Tips for creating a good image

Use basic phrases of courtesy Use standard, accepted business phrases Avoid slang Do not chew gum Do not slam the phone or cut off abruptly Keep your promises Smile while speaking

Suggested phrases for Business telephone etiquette

"Mid-State Band and Trust, this is Swati. How may I help you? "Accounting department, this is Lily. How may I help you?" "Good morning, Dr. Nasir and Fareed's office, how may I help you?"

Work Etiquette

Personal & Professional boundaries

Refrain from using office supplies for personal use Refrain from using swear words Avoid emotional outbursts Dont groom yourself in public Pick up after yourself Respect others cubicle/office space

Personal & Professional boundaries contd..

Don't be disruptive to others while eating Keep noise to a minimum Avoid taking part in office gossips Always be on time. Don't "borrow"

Personal & Professional boundaries contd..

Be mindful of your behavior Show respect to those around you Don't be a whiner Avoid an office romance Always answer your phone on the second or third ring

Company Cafeteria
Treat cafeteria workers with respect Dont intrude on others Avoid making derogatory comments about the food Leave your eating area in better condition

Dressing & Grooming

Tips for Women

Dress Accessories Jewellery Make up

Tips for Men

Shirts Trousers Tie Suits Shoes

Personal hygiene
Hair should be combed neatly Shave, trim moustache and beard regularly Clean fingernail Clean feet. No cracked feet No paan stained teeth

Personal hygiene contd..

Avoid body odour Use mouth freshener Avoid pungent food Avoid belching in public

Reporting Skills

Things to be considered
The report must be concrete The report must be relevant to the work The language of report must be simple,direct and polite If you are giving a productivity report relevant details must be mentioned If you are reporting on behalf of the whole team the team effort must be reflected

Things to be considered contd..

Reports must not be confusing Before sending any report it must be checked Doubtful things should not be mentioned Reports must give a concrete outlook of the work done

Conclusion
Conduct yourself appropriately in your workplace and win appreciation from colleagues and seniors.

Following these Etiquettes will help you build productive relationships at your workplace.

Thank you friends